actively listening

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Actively Llistening

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Page 1: Actively listening

Actively Listening

Front-End Customer ServiceRevenue Cycle Department

Page 2: Actively listening

Things to Ask (Pick & Choose)• What did you like?• What didn’t you like?• What would you like?• What do we do that you really

wish we didn’t?• What would you like us to

change?• What did you appreciate the

most? The least?• What are our competitors

doing that you think we should do, too?

• What should we start doing? Stop doing?

• What should we do more of? Less of?

• What could we provide that was missing?

• Did anyone or anything let you down?

• What could we do to win more of your business?

• What could we provide that would justify raising our prices by 10%?